HelpDesk — Migration Reference

HelpDesk — Migration Support Overview

Role in migrations

• Staff (HD): supported as both (source and target).
• Contact (HD): supported as both (source and target).
• Ticket (HD): supported as both (source and target).

Field-level support migrating FROM HelpDesk (Ticket)

Field-level support migrating TO HelpDesk (Ticket)

Field-level support migrating FROM HelpDesk (Contact)

Field-level support migrating TO HelpDesk (Contact)

Migration options available for HelpDesk

• Migrate the newest records first - applies to: source (Ticket)
• Select records for Demo - applies to: source (Ticket)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)
• Add a new tag to tickets - applies to: target (Ticket)

HelpDesk — Setup & How-To Guide

Authorization

Since HelpDesk uses LiveChat for API authorization, the client needs to connect LiveChat to their platform first — only then can they connect HelpDesk. Only the account owner can connect LiveChat.

Migrating from HelpDesk

1. By default, archived, trash, and spam tickets are not migrated. If the client wants them migrated, this requires separate migrations — one for regular tickets, one for spam tickets, and one for archived tickets.
2. The contact count is set equal to the ticket count.

Migrating to HelpDesk

1. HelpDesk only supports creating fields of type Text, Date, and URL — there is no dropdown field type. When migrating to HelpDesk, data from dropdown fields can be mapped into text fields.
2. An agent must accept their invitation before tickets can be assigned to them. As a result, if the client creates agents via the app and runs a demo migration, it will fail if tickets are being migrated to agents who haven't accepted their invitation.